Description & Requirements

Culture Vision at Consumer Direct Care Network

At CDCN, we strive to create a workplace where everyone is supported and motivated to be their best; we collaborate on shared goals and celebrate our accomplishments.

WE WELCOME YOU INTO A GROWING COMPANY
Consumer Direct Care Network is all about caring for people. Care is at our core, and we strive to live up to it every day. We provide services in 14 states across the USA, and our programs grow every year. We specialize in home and community-based services that support individuals with disabilities and older adults so they can remain in their homes and communities.

JOB SUMMARY

 Service Desk Analyst serve as the first point of point of contact for internal customers seeking technical assistance. The responsibilities include utilizing excellent customer service skills with a focus on call control, attention to detail, and methodical troubleshooting. Additionally, utilize strong analytical skills and reasoning ability to identify solutions to technical issues. It is expected that in this role you will promote cohesiveness in the office environment and support day-to-day operations.

JOB DUTIES

Effective written and verbal communication Comply with applicable legal requirements, standards, policies, and procedures Demonstrate dependability Demonstrate effective problem-solving and decision-making skills Maintain necessary skills and knowledge to coordinate workflow Promptly address and resolve incoming incidents and requests within agreed upon time frames Develop documentation to incorporate proper processes and procedures as standards Deploy, maintain and support desktop hardware and software, mobile devices, printers, copiers, and other electronic equipment Translate technical information into understandable terms for a variety of audiences Escalate unresolved technical issues to other IT Support team members, when appropriate, and clearly communicate steps taken, communicate with ticket submitters and troubleshooting attempted in the ticket to ensure a smooth transition between teams. Ability to independently manage your time and handle multiple tasks Participate in professional development and training activities Prioritize and multitask effectively Provide excellent customer service Participate in on-call rotation Bilingual preferred in various locations Other duties as assigned

QUALIFICATIONS

Minimum basic knowledge of computers and networking Working knowledge of Windows Operating Systems and Microsoft Office applications Formal IT Training is desirable but not required Previous knowledge of CDCN Systems/office experience preferred Minimum Diploma or GED Be able to successfully pass a background screening The incumbent typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Incumbent may encounter frequent interruptions throughout the workday. The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, crawl, reach, bend or lift up to 40 pounds.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.